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 A national widespread technology outage is currently affecting our Contact Centre and Branches. We’re investigating and hope to resolve this issue as quickly as possible. We apologise for any inconvenience this has caused.                   

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News & Insights

For all the latest news and events

News & Insights

For all the latest news and events

Communication during service incidents: a customer guide.

In today’s interconnected world, communication is key when it comes to service interruptions or incidents affecting customers. At Summerland, ensuring our customers are promptly informed and updated during such occurrences is a top priority. 

As soon as we learn about an outage, we take these steps to figure out our next move and make sure customers are informed promptly and clearly.

1. Determine the nature of the outage.

When an incident occurs, whether it’s an unexpected outage or disruption to our services, we assess the nature of the issue. This could range from technical glitches to more significant interruptions. Understanding the nature of the problem helps us determine the appropriate response and communication strategy.

2. Determine the number of customers affected.

We gauge the scale of impact next. Knowing how many customers are affected helps us prioritise our response efforts and allocate resources accordingly. Whether it’s a localised issue or affecting a larger customer base, our communication approach adapts to ensure everyone is informed.

3. Determine the impact on our customers.

Understanding the impact on our customers is crucial. We evaluate how the incident affects your banking experience, whether it’s limited access to certain services or other inconveniences. This information shapes the tone and urgency of our communications.

How we communicate during a service disruption

1. On our website

We prominently display a banner notice on our website to alert visitors about ongoing incidents. This is often the first point of reference for updates and instructions.

2. Facebook Updates

Our official Facebook page serves as another vital platform for updates. We regularly post status updates and relevant information here to keep our social media community informed.

3. Mobile Banking App

For certain incidents, we also push notifications through our mobile banking app. This direct approach ensures that customers who use our app receive timely updates on their devices.

How to stay informed

If you notice any service outage or disruption, refer to our website or official Facebook page as the primary sources of information. Avoid relying on unofficial channels or unknown sources. By staying connected through these trusted platforms, you’ll receive accurate and up-to-date information directly from Summerland.

At Summerland, transparent and timely communication is part of our commitment to providing excellent customer service. We understand the importance of keeping you informed during service incidents, and we strive to ensure that you have the information you need when you need it. Stay connected, stay informed, and count on us to navigate any disruptions together.

How to stay vigilant against scams

During any disruption, it’s important to remain vigilant against potential scammers who may attempt to exploit the situation. We urge customers to be cautious of unsolicited messages, phone calls, or emails claiming to be from Summerland. Always refer back to our official website or Facebook account for verified information.

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